3 weeks ago

Resource Coordinator

Peterborough 20K - 20.5K Permanent

Job Reference: BBBH36314_1616582453


Concept Resourcing are working in partnership with a leading global manufacturer in our search for organised and enthusiastic Customer Service focused individuals to join the Resource Coordination department.
This role is ideally suited to customer facing individuals from either a hospitality setting, a remote customer care / call centre background or individuals from any background who are passionate about delivering fantastic customer care and can demonstrate an ability to multi task while working in a fast paced environment.
Applicants must be able to work autonomously, make quick but well informed decisions and be able to build a rapport with varied team members.
Main Purpose of Role:

To Optimise and maintain working areas for a team of Field Service Engineers ensuring that the business is delivering against service level targets
To manage tasks efficiently to improve and maximize the field teams productivity
To handle inbound telephone calls / Emails from Field Service Engineers and other parts of the business to support in delivering the right customer journey

Job description:

To ensure that all areas are covered with the right engineers to deliver a consistent service level across all brands and skills, including areas where engineers are absence or limited. So that the contact centre are able to book appointments in all territories within a reasonable time frame.

To ensure that all areas are maintained on a rolling 7 days and to forward plan the working areas so all FSE's receive the correct workload and allocation with the lowest possible service level/ unallocated time.

To identify reasons for poor FSE utilization/SOS levels and make recommendations to the regional planner / Assistant planning manager to implement a long term solution.

To Ensure that the correct workload balance field engineers are maintained and re?ected in accordance with the ?eld model as the workloads dicate is necessary

To Ensure we explore all possibilities of allocating work to alternative FSE in the event of a problem/ rebooking of an appointment to help keep customer loyalty and trust. Where this is not possible aim to offer additional service to restore customer faith.

To respond to telephone calls/ Emails from FSE/ Internal in a warm and professional manner.

To ensure all escalations are actioned within SLA and the right steps are taken to resolve the issue and implement action where needed to prevent further occurrences.

To work and communicate with other Area Planners in your region to drive results across the region to support in delivering the above whilst communicating with Regional Planner and Assistant planning manager.

Requirements:
Profcient in MS Excel, Word, PowerPoint
Strong mathematical, analytical, communication, and organisation skills
Knowledge of contact centre fundamentals
Adaptability to multi-task and work towards challenging objectives

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